Practice Supervisor, Patient Service Representative

Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you’re empowered to show up every day as your most authentic self and be a part of something bigger – thriving both personally and professionally. Together, let’s empower people everywhere to live their healthiest lives.

Summary of Position

Under the direction of leadership, the Patient Service Representative (PSR) Supervisor facilitates the delivery of outstanding service and access for Teladoc Health members.  The Supervisor provides day -to-day support and leadership to the Patient Service Representative team ensuring the effective and efficient delivery of Teladoc Services to members.

The Supervisor works closely with leadership to perform routine people management duties, such as administration of staff schedules, providing performance feedback, supporting employee development, and leading training activities.  The supervisor participates in projects and initiatives that support process improvement and creation as needed.

Essential Duties and Responsibilities

Oversees the daily operations of staff, ensuring the successful delivery of department key objectives and responsibilities

• Distributes work appropriately among the team.

• Schedules adequate staffing coverage.

• Approves timecards and requests for time off.

• Communicates operational changes and updates to team members.

• Leads, mentors, and motivates staff to cultivate a positive and productive workplace environment.

• Participates in selecting, hiring, onboarding, and training of staff.

Oversees the daily volume of cases:

• Assures the successful delivery of department KPIs.

• Works collaboratively with Practice Coordinators and other supervisors to ensure outstanding service delivery and member access.

• Monitors and reports daily case volumes and Service Levels to department leadership.

• Assists staff with challenges and problem solving in real time, acting as point of escalation for members and inter-departmental issues, engaging with key stakeholders as needed.

Ensures outstanding service delivery quality and timeframes by:

• Conducts quality audits and provides employees with direct, positive and constructive feedback.

• Identifies opportunities and develops process improvement initiatives.

Supports other activities and special projects as assigned

Required Qualifications

• High school degree or equivalent
• Minimum of 5 years in healthcare operations required
• Experience in a healthcare setting that includes patient/member facing support
• Proficiency using technology and software programs including Microsoft Word, Excel, Outlook

Preferred Qualifications

• 1-2 years of people management experience preferred
• Outstanding team player & strong interpersonal skills
• Quality driven with a focus on flawless customer service
• Excellent written and verbal communication skills
• Skilled in organizing and prioritizing work in a fast-paced environment
• Ability to assess and manage escalations effectively, with a clear capability to report back on outcomes
• Motivation to meet deadlines both personal and for the team
• Bilingual-Spanish speaking a plus

The base salary range for this position is $50,000K-$55,000K. In addition to a base salary, this position is eligible for a performance bonus and benefits (subject to eligibility requirements) listed here: Teladoc Health Benefits 2024. Total compensation is based on several factors including, but not limited to, type of position, location, education level, work experience, and certifications. This information is applicable for all full-time positions.

Why Join Teladoc Health?

A New Category in Healthcare:  Teladoc Health is transforming the healthcare experience and empowering people everywhere to live healthier lives.  

Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, Teladoc Health uses proprietary health signals and personalized interactions to drive better health outcomes across the full continuum of